# Lansdowne House - Leicester

*Operated by Age UK Leicester Shire and Rutland.*

Lansdowne House - Leicester is a CQC-regulated home-care agency in Leicester.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 14/11/2019

## Practical info

- Postcode: LE1 7LA
- Local authority: Leicester
- Region: East Midlands
- City: Leicester
- Last CQC check: 14/Nov/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Involvement in care decisions
  - Published: 2020-01-29
- Finding
  - Privacy, dignity and independence
  - Published: 2020-01-29
- Finding
  - Kindness and respect
  - Published: 2020-01-29

### effective

- Finding
  - Nutrition and hydration
  - Published: 2020-01-29
- Finding
  - Mental Capacity Act / consent
  - Published: 2020-01-29

### Other

- Finding
  - Evidence: Quality assurance systems included spot checks, telephone quality reviews and satisfaction surveys
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received induction including Care Certificate-aligned training and shadowing of experienced staff
  - Published: 2020-01-29
- Finding
  - Evidence: 96% of survey respondents rated the service as 'very satisfied' or 'satisfied'
  - Published: 2020-01-29
- Finding
  - Evidence: Care plans were individualised and developed with involvement of people using the service and their relatives
  - Published: 2020-01-29
- Finding
  - Evidence: Nutritional needs well supported, with staff respecting individual dietary preferences and ensuring hydration
  - Published: 2020-01-29
- Finding
  - Evidence: Staff trained in safeguarding and understood reporting responsibilities to external agencies
  - Published: 2020-01-29
- Finding
  - Evidence: Risk assessments were generally in place covering environmental hazards, mobility and equipment checks
  - Published: 2020-01-29
- Finding
  - Evidence: People and relatives consistently praised staff as friendly, kind, caring and respectful of dignity and privacy
  - Published: 2020-01-29
- **safeguarding** _(minor)_
  - Evidence: They did not contain the contact details of all relevant agencies where staff could report their concerns to
  - Published: 2020-01-29
- **complaints_handling** _(minor)_
  - Evidence: some informal complaints did not have evidence of any follow-up action. There was no evidence of a response sent to the complainant
  - Published: 2020-01-29
- **cultural_competency** _(minor)_
  - Evidence: The person was recorded as not being able to speak English fluently. However, there was no evidence that the agency had tried to match this person with a staff member
  - Published: 2020-01-29
- **governance** _(moderate)_
  - Evidence: No evidence was seen that the audit system had identified that a relevant reference was not sought as part of the staff recruitment process
  - Published: 2020-01-29
- **supervision_appraisal** _(minor)_
  - Evidence: supervision had not been frequent in the past year
  - Published: 2020-01-29
- **staff_training** _(moderate)_
  - Evidence: not all staff had been trained in essential issues, such as health and safety, behaviour that challenged the service, moving and handling techniques, first aid
  - Published: 2020-01-29
- **consent_capacity** _(moderate)_
  - Evidence: We did not see evidence that the provider had relevant procedures in place to assess people's mental capacity
  - Published: 2020-01-29
- **medication_management** _(moderate)_
  - Evidence: medicines to be taken as needed did not specify the required dose and in what circumstances it could be given
  - Published: 2020-01-29
- **missed_or_late_visits** _(moderate)_
  - Evidence: we found a small number of instances where people had late calls and had to wait up to over an hour for staff to arrive
  - Published: 2020-01-29
- **record_keeping** _(moderate)_
  - Evidence: records did not always show that the necessary documentation for staff was in place to demonstrate they were fit to supply personal care to people
  - Published: 2020-01-29
- **care_planning** _(moderate)_
  - Evidence: when we saw another care plan that noted that the person had an identified risk of pressure sores, there was a no risk assessment in place outlining safety measures
  - Published: 2020-01-29

### responsive

- Finding
  - Complaints handling
  - Published: 2020-01-29
- Finding
  - Timeliness of calls
  - Published: 2020-01-29
- Finding
  - Care planning and responsiveness to needs
  - Published: 2020-01-29

### well_led

- Finding
  - Notifications and regulatory compliance
  - Published: 2020-01-29
- Finding
  - Staff support and management
  - Published: 2020-01-29
- Finding
  - Governance and quality assurance
  - Published: 2020-01-29

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-149031290

HomeCare Compass is an independent guide and is not affiliated with the CQC.